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Harmony is an enterprise service management platform that deploys AI agents inside Slack and Microsoft Teams to resolve employee service requests across IT, HR, finance, procurement, and legal. The platform achieves a 70% no-touch resolution rate and features 100+ prebuilt agents that deploy in days.
As Technical Account Manager, you will own the full post-sale technical relationship with a portfolio of customers, serving as their primary technical point of contact. This role blends technical support with strategic account management, requiring you to troubleshoot issues, drive adoption, monitor customer health, and build trust with enterprise customers.
Key responsibilities include:
- Managing an ongoing customer portfolio and serving as the primary technical contact for assigned accounts
- Driving product adoption and usage by ensuring customers discover and leverage platform capabilities
- Proactively monitoring customer health through engagement patterns, flagging risks early, and intervening before issues escalate
- Troubleshooting technical issues including configuration problems, integration errors, and unexpected behavior
- Reproducing, documenting, and escalating bugs to Engineering with clear context
- Building internal infrastructure to support customer experience: implementing tools, systems, and processes as the team scales
- Creating dashboards, reports, and internal tooling to track customer health, support trends, and account metrics
- Contributing to internal documentation, runbooks, and knowledge base articles
- Collaborating with Solution Engineering during onboarding to provide continuity into post-sale
- Surfacing customer feedback and usage patterns to Product and Engineering to inform roadmap decisions
REQUIREMENTS:
- 3+ years of experience in technical account management, customer success, solutions consulting, support engineering, or related customer-facing technical role
- Strong technical foundation: comfortable with APIs, integrations, cloud infrastructure, and debugging complex systems
- Ability to manage a portfolio of accounts and prioritize across competing needs
- Clear communication skills in writing and in person; ability to build trust with both VPs of IT and support technicians
- Proactive mindset: catching problems before customers report them and thinking about adoption and health unprompted
- Experience using AI tools (Claude, ChatGPT, Copilot) as a natural part of workflow
PREFERRED QUALIFICATIONS:
- Familiarity with ITSM concepts and enterprise IT environments
- Experience with ServiceNow, Jira Service Management, Freshservice, Okta, or similar tools
- Exposure to scripting or programming
- Previous experience at a B2B SaaS company
